USB ports are not working
I am working on a Gateway Laptop Model #NV57H. It has a Windows 7 Home Edition operating system; 64 bit. I have performed a recovery and reset the computer back to factory defaults. The USB connections are not working. Nothing happens when I connect a mouse, keyboard, flash drive, etc. I am getting two (2) - Unknown Device errors under the Universal Serial Bus controllers in the Device Manager. Under each "unknown device", the device status is "Windows has stopped this device because it has reported problems. (Code 43). There are three (3) - USB connections on this laptop, and none of them are working. This error was happening before I restored the laptop back to factory settings.
I did find that one (1) - of the USB ports on the laptop is damaged. The plastic insert that covers the contacts is missing.
The following I have done:
Restored computer back to factory defaults.
Uninstalled the drivers... scan for hardware changes... they tried to install... "Driver Software Installaiton - Device driver software was not successfully installed"... they went back to "Unknown Device"
Installed latest drivers from Gateway website. No Change.
Ran sfc /scannow. "Windows Resource Protection did not find any integrity violations."
I know that one USB connection is damaged. Would that cause the other two (2) - USB ports to stop working?
Any help and/or direction would be appreciated.
Sincerely,
mbolton1967
I did find that one (1) - of the USB ports on the laptop is damaged. The plastic insert that covers the contacts is missing.
The following I have done:
Restored computer back to factory defaults.
Uninstalled the drivers... scan for hardware changes... they tried to install... "Driver Software Installaiton - Device driver software was not successfully installed"... they went back to "Unknown Device"
Installed latest drivers from Gateway website. No Change.
Ran sfc /scannow. "Windows Resource Protection did not find any integrity violations."
I know that one USB connection is damaged. Would that cause the other two (2) - USB ports to stop working?
Any help and/or direction would be appreciated.
Sincerely,
mbolton1967
Matt Minor
Verify in BIOS that USB is enabled - this shouldn't have been affected by the reinstall, but you never know. Turn the laptop off and turn it back on - press F2 to access the BIOS utility.
Try upgrading BIOS if an upgrade is available and also install the Chipset driver. These two may have an impact on USB.
I wonder, if one port is defective (known), whether the USB controller was able to install?
I wonder, if one port is defective (known), whether the USB controller was able to install?
ASKER
Okay, I may just be overlooking this. I can't find anything in the BIOS about whether the USB is enabled or disabled? Any suggestions on where to look in BIOS.
Thanks.
Thanks.
The damaged port can well have damaged the others too. It probably causes a short-circuit which has disabled everything USB. You could try looking at the damaged port and make sure none of the contacts is touching another.
you should check first if usb are working directly on the device (without windows).
Are you able to boot from any usb stick?
Or maybe boot any linux live dvd/cd and check if a stick is recognized within it...
Are you able to boot from any usb stick?
Or maybe boot any linux live dvd/cd and check if a stick is recognized within it...
Gateway indicates the laptop uses an Intel Chipset.
Go to http://www.intel.com/content/www/us/en/support/detect.html?iid=dc_iduu
to download the Intel Driver Update Utility.
Run it and install the software updates it recommends.
Reboot and see if that resolves your USB issue.
Go to http://www.intel.com/content/www/us/en/support/detect.html?iid=dc_iduu
to download the Intel Driver Update Utility.
Run it and install the software updates it recommends.
Reboot and see if that resolves your USB issue.
ASKER
@rindi... none of the contacts are touching another.
@Saschao... cannot boot from any usb stick... set usb as first (#1) in boot order in bios... however when I go to the boot menu... the usb selection is not there... it shows #2-#4 of boot menu choices....
@John Hurst... I have updated Bios and Chipset... based on driver download from Gateway... still same issue...
@Matt Minor... unless I'm totally overlooking I can't find where to enable or disable the USB in the BIOS for this particular Gateway...
Suggestions?
@Saschao... cannot boot from any usb stick... set usb as first (#1) in boot order in bios... however when I go to the boot menu... the usb selection is not there... it shows #2-#4 of boot menu choices....
@John Hurst... I have updated Bios and Chipset... based on driver download from Gateway... still same issue...
@Matt Minor... unless I'm totally overlooking I can't find where to enable or disable the USB in the BIOS for this particular Gateway...
Suggestions?
The likelihood is that the failed port is preventing proper installation and you need to get the machine serviced. How old is the machine? It may be time to upgrade.
Download a linux live dvd, boot it, get an known good usb stick, plug it in, is it opening and you can access it then its good -> windows misbehavior
if also not then the hardware is broken or something around USB is BIOS is deactivated
if also not then the hardware is broken or something around USB is BIOS is deactivated
It would seem to me that a fresh install over a broken USB port is NOT Windows misbehaving.
you can test if the usb is ok when booting from a non windows live cd, like Knoppix
this will show that the hardware is ok - or not
http://www.knopper.net/knoppix-mirrors/index-en.html
this will show that the hardware is ok - or not
http://www.knopper.net/knoppix-mirrors/index-en.html
Which of the USB ports is broken, and are all ports USB 2.0 (usually black) or are there some 3.0 (usually blue)? It looks like that model has two on the right side and one on the left side. The two together on the right are likely part of the motherboard and the one on the left is likely on it's own little board or cable. If one of the ones on the right is damaged I can absolutely see that preventing the other one from working but the fact that none of them work lead me to believe we're looking at either the USB controller on the motherboard or something software related still might be going on.
What are the hardware IDs for the two devices labeled as Unknown in Device Manager?
What are the hardware IDs for the two devices labeled as Unknown in Device Manager?
ASKER
@ nobus... I have booted up a non Windows Live CD... Knoppix 7.6... Honestly, I am not familiar with this type of OS... It has booted up and I'm still not getting any response from any of the USB ports... I plugged a USB mouse in one - Nothing... I plugged a USB flash drive in a 2nd - Nothing - the small light on the flash drive just blinks quickly and constantly... the third USB port is damaged as stated earlier...
Is there anything I should check here while I've got Knoppix running?
@ Mdragga... You are correct... there are two USB's on the right (one is damaged, the other is not (but loose when something is connected)). There is a single USB connection on the left. None of the USB's are working.
Unknown Device... Port_#0003.Hub_#0004
Unknown Device... Port_#0002.Hub_#0004
Again, I performed a recovery on this laptop which erased everything and reinstalled. Issue was happening before recovery. After recovery, same thing is happening.
I also updated the BIOS which I downloaded from Gateway website. Also, downloaded the Chipset drivers for this particular unit from Gateway website.
The BIOS gives no Advanced settings to enable or disable any USB ports.
Is there anything I should check here while I've got Knoppix running?
@ Mdragga... You are correct... there are two USB's on the right (one is damaged, the other is not (but loose when something is connected)). There is a single USB connection on the left. None of the USB's are working.
Unknown Device... Port_#0003.Hub_#0004
Unknown Device... Port_#0002.Hub_#0004
Again, I performed a recovery on this laptop which erased everything and reinstalled. Issue was happening before recovery. After recovery, same thing is happening.
I also updated the BIOS which I downloaded from Gateway website. Also, downloaded the Chipset drivers for this particular unit from Gateway website.
The BIOS gives no Advanced settings to enable or disable any USB ports.
If you go into the Device Manager and right-click on one of the unknown devices there should be several tabs along the top. Navigate to the Details tab and under the Property drop down please change it to Hardware IDs and let us know what that says.
That will give us the specific hardware ID of the device we're looking at and help determine if there may be a driver to solve this or if we're really looking at a hardware issue.
That will give us the specific hardware ID of the device we're looking at and help determine if there may be a driver to solve this or if we're really looking at a hardware issue.
It would appear you need to get USB ports repaired (service required) in order to allow Windows installation to proceed properly.
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ASKER
I apologize for the bad delay I have in responding back to this. I have tried all the above suggestions and it is my best opinion that the USB are bad. No response. Out of warranty. The laptops can still be used, but not with the USBs. Thanks, for your help and suggestions.
strange that it happens on several laptops..